Business communication developing leaders for a networked world 2nd edition cardon test bank

AACSB: Communication Accessibility: Keyboard Navigation Blooms: Remember Difficulty: 1 Easy Learning Objective: 02-01 Describe the interpersonal communication process and barriers to ef

Chapter 02 Interpersonal Communication and Emotional Intelligence

True / False Questions

6 All outgoing messages are encoded and all incoming messages are decoded through a filter of lifetime experiences

13 During a conversation with his supervisor, Alec paraphrases something that he heard her say This

is an example of a judger statement

True False

14 Sharing your own ideas with your colleagues undermines the active listening process

21 Which of the following terms best describes the process of sending and receiving verbal and nonverbal messages between two or more people?

A active listening process

B verbal communication process

C interpersonal communication process

D thought process

E review process

22 Melissa intends to say something to the new employee that will make him feel welcome as a member of the team The thought that Melissa intends to communicate is known as _

24 Ayesha says, "You're so generous!" in a sarcastic tone Mario decides that Ayesha thinks he is cheap What process has Mario just done?

27 Which of the following is an example of psychological noise?

A Jenna's boss does not understand what she tells him because his hearing aid battery dies

B Jenna's boss does not understand that when she says a product is "bad," she means she likes it

C Jenna's boss does not take her complaint seriously because construction noise prevented him from hearing it

D Jenna's boss does not take her complaint seriously because he thinks teenagers always

30 Which of the following is the process of accurately understanding one's own emotions as they occur and how they affect one's behavior and thought?

33 Which of the following involves the discipline to hold off on current urges to meet long-term intentions?

A One directs conversations to topics that are important to self

B One focuses exclusively on the task at hand without paying attention to rapport-building

C One provides indirect and vague feedback and ideas to others

D One frequently vents frustrations without a constructive work purpose

E One is unaware of his or her own emotional states and its related impacts on communication

36 Which of the following is an impact of high self-management on interpersonal communication?

A One controls emotional impulses that are not aligned with work and relationship goals

B One attempts to understand the feelings, perspectives, and needs of others

C One engages in a me-first approach to work with colleagues

D One accepts and even welcomes feedback and constructive criticism

E One is aware of triggers and related tendencies to say the wrong thing

37 Which of the following is an impact of high empathy on interpersonal communication?

A One controls emotional impulses that are not aligned with work and relationship goals

B One directs conversations to topics that focus on the needs of others and self

C One is aware of triggers and related tendencies to say the wrong thing

D One spends a higher percentage of work conversations on work-related topics with a focus on solutions

E One frequently vents frustrations without a constructive work purpose

38 Juan tries to build rapport with the people on his project by checking in with them each day to see

if they have any questions or concerns What aspect of emotional intelligence does this behavior demonstrate?

39 Which of the following is a strategy to improve relationship management?

A Engage in relaxation techniques to clear your mind

B Practice self-talk and visualize yourself responding effectively to challenging interpersonal issues

C Constantly evaluate your feelings and moods; attempt to understand your feelings as they occur

D Build up the courage to have a difficult conversation

E Reflect on personal strengths, weaknesses, and values

40 Which of the following is a strategy to improve self-management?

A Encourage others who rarely speak up to voice their thoughts and feelings

B Think about group dynamics and the related impacts on each team member

C Examine strategies for overcoming impulses that compete with achieving your long-range goals

D Think about your last reactions to the following experiences: joy, anger, self-doubt, frustration

E Attend work-related social outings

41 Which of the following is most likely to be true of those people who have low empathy?

A They often repress their emotions and then respond inappropriately to situations

B They seize any opportunity to talk about their own past accomplishments

C They frequently use meeting time to complain about issues unrelated to the current task

D They go out of their way to explain company procedures to new co-workers

E They listen carefully to what others say and then ask questions to clarify what they heard

42 Which of the following is a domain of emotional intelligence?

A Trung leans slightly forward as he listens to others

B Trung asks questions that demonstrate his desire to understand other points of view

C Trung asks the other person to explain a point more completely

D Trung expresses his own perspective after he has heard the other person

E Trung pauses to think about what he has heard and then paraphrases it

45 In a meeting with a supplier, Janice listens to his sales pitch and then says, "So the two main advantages of this product are that it will save us money and it is better for the environment Is that correct?" What active listening skill has Janice used?

A Aren't you interested in trying new techniques?

B How long do you think it will take to implement this new program?

C What do the studies indicate the environmental impact will be?

D How much do you estimate this will cost?

E What other companies have tried this type of sales campaign?

48 Which barrier to effective listening involves neglecting listening because of pressing deadlines?

A lack of time

B lack of patience and attention span

C image of leadership

D communication technology

E fear of bad news or other uncomfortable information

49 A series of questions that attempt to deconstruct a business issue by moving from general to specific are known as _ questions

50 Sylvie starts her weekly department meetings by asking questions such as, "How was your

vacation?" "Did anyone see the football game last night?" and "Who wants to go to lunch after we finish here?" What type of questions are these?

51 Customers have been complaining about the products produced by Derek's department His team has checked all the equipment, but they cannot find the cause of the poor quality What kind of questions would most help them with this issue?

B Probing questions tend to be analytical and focused, while solution-oriented questions tend to

be casual and social

C Probing questions tend to be closed, while solution-oriented questions tend to be open-ended

D Probing questions seek to uncover root causes, while solution-oriented questions focus on what should be done

E Probing questions tend to have a judger mindset, while solution-oriented questions tend to have a learner mindset

53 The act of anticipating intentions and moods through the perceptive examination of nonverbal cues is known as _

54 What does research consistently demonstrate about nonverbal communication?

A People are not good at masking their feelings, and most people are highly skilled in their ability

to decode nonverbal signals

B People are not good at masking their feelings, but most people are incapable of decoding nonverbal signals

C People are good at masking their feelings, but most people still manage to decode nonverbal signals

D People are good at masking their feelings, so most people are incapable of decoding nonverbal signals

E People are not good at masking their feelings, but most people are inconsistent in their ability to decode nonverbal signals

55 During a budget meeting, Eva concludes her part of the talk and points to her presentation

partner What does this gesture most likely mean in context?

A She is indicating that it is his turn to speak

B She is accusing him of interrupting her

C She is blaming him for the poor budget numbers

D She is giving him permission to ask a question

E She is trying to get him to be quiet

56 When Leo had to tell Tania that her project had lost its funding, he found himself adopting a slumped posture that was similar to hers What was Leo doing?

A synchronizing body language to mock her

B synchronizing body language to show empathy

C faking a mood to change her emotions

D using visual cutoff to encourage sharing

E using visual cutoff to make the conversation end

57 Kim is a salesperson who has learned to gauge her customers' interest from their eyes Which of the following is most likely to indicate that her customer is carefully considering her product?

A small, constricted pupils in the eyes

B an abrupt look away by the eyes

C a rapid sideways movement of the eyes

D a lengthy sideways movement of the eyes

E fast blinking of the eyes

58 Which motivational value system is most often guided by concerns that business activities have been thought out carefully and the right processes are put into place to accomplish things?

A "Let's make sure everyone feels included in the decision-making."

B "Let's be sure that we have thought out the long-term results of this."

C "Let's consider the most efficient way to implement this decision."

D "Let's look at how this relates to the overall welfare of the company."

E "Let's act in a way that provides clear leadership to others."

60 Focusing on _ is most likely to help you communicate with a red MVS in a way that he or she prefers

A Claire is a green MVS; Raul is a blue MVS

B Claire is a red MVS; Raul is a hub

C Claire is a green MVS; Raul is a red MVS

D Claire is a hub; Raul is a red MVS

E Claire is a blue MVS; Raul is a green MVS

62 Which of the following qualities is characteristic of people who are hubs?

63 Which of the following qualities is more characteristic of introverts?

A a quiet meeting with two friends

B a loud party with a large group

C time alone with a book

D a work space in a library

E a long conversation with one person

65 Phil needs to assign his team members the following tasks One of the team members, Mary, is an introvert Which task is most appropriate for Mary?

A attending the annual sales meeting to help sales people understand a new product

B giving a presentation about the new product to senior management

C checking the proofs of sales brochures for accuracy before they are printed

D moderating a team meeting to discuss how well the last development cycle went

E entertaining a group of colleagues visiting from another city

66 Extroverts can work more effectively with introverts by

A speaking up more quickly than feels comfortable to them

B shortening the length of their emails

C offering personal information more often than feels natural

D pausing more often and allowing periods of silence that might feel uncomfortable

E explaining that they prefer to answer questions after they have time to think

67 Tom always drops hand-written reports on his administrative assistant's desk and says, "Type this right away." What type of incivility is Tom committing?

A treating others without courtesy

B ignoring others

C disrespecting the dignity and worth of others

D disrespecting the efforts of others

E disrespecting the privacy of others

68 Which of the following is an example of disrespecting the dignity and worth of others?

A claiming credit for a co-worker's creative idea

B calling female co-workers "honey" or "baby"

C forwarding a confidential email from the boss

D arriving at a meeting late

E leaving a mess in the kitchen area

69 Which of the following is a guiding principle on improving civility in society and the workplace?

A Tell, don't ask

B Ignore small things

C Disagree graciously

D Do not refrain from arguing

E Keep a negative attitude

70 _ is "rudeness and disregard for others in a manner that violates norms for respect."

74 How does emotional hijacking hinder effective interpersonal communication?

77 What are the six skills that make up active listening? Give a brief definition of each

78 What is the purpose of each of the following types of questions: rapport-building, funnel, probing, and solution-oriented?

79 Al met a potential customer outside on a cold December day to discuss plowing the man's

driveway all winter The man nodded several times and sounded enthusiastic when he promised to call Al after talking to his wife However, Al decided that was just a brush off The man had kept his arms folded across his chest, which Al has heard is a sign of defensiveness How well did Al

practice sight-reading? Explain using details from the scenario

80 What are the eight guiding principles of improving civility in society as discussed by P M Forni?

Chapter 02 Interpersonal Communication and Emotional Intelligence

Each person involved in interpersonal communication is both encoding and decoding meaning

It involves the exchange of simultaneous and mutual messages to share and negotiate meaning between those involved

AACSB: Communication Accessibility: Keyboard Navigation

Blooms: Remember Difficulty: 1 Easy Learning Objective: 02-01 Describe the interpersonal communication process and barriers to effective communication

Topic: Understanding the Interpersonal Communication Process

2 Decoding is the process of converting meaning into messages composed of words and

nonverbal signals

FALSE

Encoding is the process of converting meaning into messages composed of words and

nonverbal signals Decoding is the process of interpreting messages from others into meaning

AACSB: Communication Accessibility: Keyboard Navigation

Blooms: Remember Difficulty: 1 Easy Learning Objective: 02-01 Describe the interpersonal communication process and barriers to effective communication

Topic: Understanding the Interpersonal Communication Process

3 In the interpersonal communication process, communicators encode and send messages at the same time that they also receive and decode messages

Blooms: Remember Difficulty: 1 Easy Learning Objective: 02-01 Describe the interpersonal communication process and barriers to effective communication

Topic: Understanding the Interpersonal Communication Process

4 Hearing problems, illness, and memory loss are examples of semantic noise in the

AACSB: Communication Accessibility: Keyboard Navigation

Blooms: Understand Difficulty: 2 Medium Learning Objective: 02-01 Describe the interpersonal communication process and barriers to effective communication

Topic: Understanding the Interpersonal Communication Process

5 Physical noise refers to interference due to attitudes, ideas, and emotions experienced during

AACSB: Communication Accessibility: Keyboard Navigation

Blooms: Understand Difficulty: 2 Medium Learning Objective: 02-01 Describe the interpersonal communication process and barriers to effective communication

Topic: Understanding the Interpersonal Communication Process

6 All outgoing messages are encoded and all incoming messages are decoded through a filter of lifetime experiences

TRUE

All outgoing messages are encoded and all incoming messages are decoded through a filter of lifetime experiences This filter is an accumulation of knowledge, values, expectations, and attitudes based on prior personal experiences

AACSB: Communication Accessibility: Keyboard Navigation

Blooms: Remember Difficulty: 1 Easy Learning Objective: 02-01 Describe the interpersonal communication process and barriers to effective communication

Topic: Understanding the Interpersonal Communication Process

7 High self-awareness includes the ability to manage events that stir strong responses

TRUE

Self-awareness involves accurately understanding emotions as they occur It is particularly important for stressful and unpleasant situations High self-awareness includes the ability to manage events that stir strong—often fight-or-flight—responses

AACSB: Communication Accessibility: Keyboard Navigation

Blooms: Remember Difficulty: 1 Easy Learning Objective: 02-03 Explain how self-awareness impacts the communication process

Blooms: Understand Difficulty: 2 Medium Learning Objective: 02-04 Describe how self-management impacts the communication process

Topic: Self-Management

9 People who have low self-management should practice self-talk to improve

TRUE

Self-management is the "ability to use awareness of your emotions to stay flexible and to direct your behavior positively." To improve self-management, people need to practice self-talk and visualize responding effectively to challenging interpersonal issues

AACSB: Communication Accessibility: Keyboard Navigation

Blooms: Understand Difficulty: 2 Medium Learning Objective: 02-04 Describe how self-management impacts the communication process

Blooms: Understand Difficulty: 2 Medium Learning Objective: 02-04 Describe how self-management impacts the communication process

Topic: Self-Management

11 Recent business-school graduates rank listening skills among the most important

Blooms: Remember Difficulty: 1 Easy Learning Objective: 02-05 Explain and evaluate the process of active listening

Topic: Active Listening

12 In a conversation with a co-worker, Kosuke agrees with everything the other person says Kosuke is successfully practicing the skill of holding judgment

Blooms: Apply Difficulty: 2 Medium Learning Objective: 02-05 Explain and evaluate the process of active listening

Topic: Active Listening

13 During a conversation with his supervisor, Alec paraphrases something that he heard her say This is an example of a judger statement

Blooms: Apply Difficulty: 2 Medium Learning Objective: 02-05 Explain and evaluate the process of active listening

Topic: Active Listening

14 Sharing your own ideas with your colleagues undermines the active listening process

Blooms: Understand Difficulty: 2 Medium Learning Objective: 02-05 Explain and evaluate the process of active listening

Topic: Active Listening

15 Probing questions are intended to create bonds between people

Difficulty: 1 Easy Learning Objective: 02-06 Describe and demonstrate effective questions for enhancing listening and learning

Topic: Asking the Right Questions

16 Leading questions are generally open-ended

FALSE

Generally speaking, most good questions are open-ended and exhibit a learner mindset In contrast, leading questions are intended to guide people to a predetermined answer, the speaker's way of thinking

AACSB: Analytical Thinking Accessibility: Keyboard Navigation

Blooms: Analyze Difficulty: 3 Hard Learning Objective: 02-06 Describe and demonstrate effective questions for enhancing listening and learning

Topic: Asking the Right Questions

17 Nonverbal messages, such as posture, are most important when they convey a different

emotion than the spoken message

Blooms: Understand Difficulty: 2 Medium Learning Objective: 02-07 Explain strategies to sight-read the nonverbal communication of others

Topic: Sight-Reading Nonverbal Communication and Building Rapport

18 A person's motivational value system is a blend of the three primary motives of nurturing, dominating, and autonomizing

Blooms: Remember Difficulty: 1 Easy Learning Objective: 02-08 Identify common communication preferences based on motivational values

Topic: Adapting Communication to Preferred Styles of Others

19 A manager who wants to hire an effective leader should focus on applicants who are

extroverts

FALSE

In the last ten years, a variety of research has debunked the idea that introverts are less

effective at leading This research has shown that extroverts and introverts each possess many leadership qualities and essential professional traits For companies to succeed, they must find ways to tap into the strengths of both extroverts and introverts

AACSB: Knowledge Application Accessibility: Keyboard Navigation

Blooms: Apply Difficulty: 2 Medium Learning Objective: 02-09 Explain how extroversion-introversion impacts interpersonal communication

Topic: Differences in Communication Preferences Based on Extroversion-Introversion

20 When one is treated poorly, responding aggressively potentially de-escalates a difficult situation and shows one's character and caring

Blooms: Remember Difficulty: 1 Easy Learning Objective: 02-10 Explain the role of civility in effective interpersonal communication and the common types of incivility

in the workplace Topic: Maintaining Civility

Multiple Choice Questions

21 Which of the following terms best describes the process of sending and receiving verbal and nonverbal messages between two or more people?

A active listening process

B verbal communication process

C interpersonal communication process

Blooms: Remember

Learning Objective: 02-01 Describe the interpersonal communication process and barriers to effective communication

Topic: Understanding the Interpersonal Communication Process

22 Melissa intends to say something to the new employee that will make him feel welcome as a member of the team The thought that Melissa intends to communicate is known as _

Blooms: Apply Difficulty: 2 Medium Learning Objective: 02-01 Describe the interpersonal communication process and barriers to effective communication

Topic: Understanding the Interpersonal Communication Process

23 _ is the process of converting meaning into messages composed of words and nonverbal signals

Meaning refers to the thoughts and feelings that people intend to communicate to one

another Encoding is the process of converting meaning into messages composed of words and nonverbal signals

AACSB: Communication Accessibility: Keyboard Navigation

Blooms: Remember Difficulty: 1 Easy Learning Objective: 02-01 Describe the interpersonal communication process and barriers to effective communication

Topic: Understanding the Interpersonal Communication Process

24 Ayesha says, "You're so generous!" in a sarcastic tone Mario decides that Ayesha thinks he is cheap What process has Mario just done?

Encoding is the process of converting meaning into messages composed of words and

nonverbal signals Decoding is the process of interpreting messages from others into meaning Mario has just decoded Ayesha words and tone

AACSB: Knowledge Application Accessibility: Keyboard Navigation

Difficulty: 2 Medium Learning Objective: 02-01 Describe the interpersonal communication process and barriers to effective communication

Topic: Understanding the Interpersonal Communication Process

25 Loud music coming from the next room or distorted formatting in an email message are

Blooms: Understand Difficulty: 2 Medium Learning Objective: 02-01 Describe the interpersonal communication process and barriers to effective communication

Topic: Understanding the Interpersonal Communication Process